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Customer Success Manager, Mid-Market

Posted about 1 month agoViewed

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💎 Seniority level: Manager

📍 Location: United States

🔍 Industry: SaaS

🏢 Company: Apollo.io👥 501-1000💰 $100,000,000 Series D over 1 year agoSoftware Development

🗣️ Languages: English

🪄 Skills: Account ManagementCustomer SuccessSaaS

Requirements:
  • Understand that Customer Success is a combination of relationship management, strategic expertise, and inter-departmental collaboration
  • Experience with customer product usage data
Responsibilities:
  • Teach Apollo’s full product suite to your ~80 customers throughout the customer’s lifecycle, helping them to successfully implement and utilize those tools to address their goals and objectives
  • Optimize the customer experience by providing proactive coaching sessions and training on a quarterly basis to your customers
  • Meet with clients monthly to establish strong relationships with decision makers and c-suite level stakeholders.
  • Translate customer product usage data into actionable advice for customers
  • Work to maintain a <6hr SLA to customer inquiries
  • Understand customer health scoring and predictive risk management to prevent and resolve risk using appropriate escalation paths
  • Proactive maintenance of customer health with immediate action taken for risk with a willingness to innovate and propose creative solutions to address issues
  • Remain engaged with customers to solicit feedback and deliver information about our products and optimize retention, upsell and cross sell activities
  • Work closely with sales, product and engineering teams to escalate customer feedback and journeys, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Apollo
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